Our View: 'Hello, is anyone here?'

When visitors entered Government Center in the past, they may have been greeted with a “hello” from the receptionist at the information booth on the first floor, who would direct people to where they needed to go in the six-floor building. As of Aug. 1, visitors who are seeking assistance may hear their own voices echoing through the sprawling area, asking, “Hello, is anyone here?”

When visitors entered Government Center in the past, they may have been greeted with a “hello” from the receptionist at the information booth on the first floor, who would direct people to where they needed to go in the six-floor building. As of Aug. 1, visitors who are seeking assistance may hear their own voices echoing through the sprawling area, asking, “Hello, is anyone here?”

City hall — like many places in this day and age — has gone high-tech, with the clerks replaced by a large monitor, which displays a scrolling list of departments. Telephone callers are greeted by an automated system featuring the mayor’s voice that directs callers to various departments.

At its meeting Tuesday night, the City Council was set to debate a resolution asking the administration to reconsider the move. While the staffing change is considered a low-budget option, with the new system costing $5,600 and the two clerks who had staffed the info booth moved into other departments, the unstaffed kiosk may be a penny-wise, but pound foolish decision.

The administration apparently failed to consider the deterrent effect that watchful eyes have on the otherwise vacant entryway, or who would give out keys to the new handicapped restrooms on the first floor. Meanwhile, there are other considerations, especially for the elderly, disabled and those faced with language barriers, that the administration failed to take into account. For example, those with visual impairment cannot see the monitor. They may need assistance finding government services they need to access. Could this represent a violation of the Americans with Disabilities Act? If so, the city ought to immediately address these concerns.

Furthermore, in a city where some residents are upset about having to pay for trash disposal under the new pay-as-you-throw system, it represents yet another way that taxpayers, who may visit Government Center to pay their tax bills, are receiving less service for their tax dollars.

In trying to find ways to save money and increase efficiencies, it is tempting for government to turn to automation, but you can’t put a price tag on the customer service and assistance only a human can offer.

It may seem like much ado about nothing since most Government Center visitors will eventually figure out where they need to go. But due to the lack of any offices on the first-floor of Government Center, a staffed information booth fills an important role as a liaison to the public, as well as a presence to deter any potential troublemakers.

If the administration truly feels the need to reassign the receptionists, perhaps volunteers or interns could help fill that need. This might be a good time for the city to consider launching a senior tax break program, like Swansea’s, where seniors get a credit on their property taxes in exchange for volunteering for the city. The city needs to reinvent the way it delivers services. The administration, in turn, must think outside the box about ways it can deliver necessary services at a lower cost.